Jan 25, 2016
The concept of the contact centre has evolved dramatically over the decades, from manually operated switchboards to automated call distribution and on to the PABX that has enabled anything from local enterprise huge multinational corporations to centralise customer...
Jan 19, 2016
Jim Freeze, senior vice-president of Aspect Software, offers five tips for customer service success. Most of us will have been at the receiving end of bad customer service, and it is normally something that you do not forget too quickly. However, it may not purely be...
Dec 15, 2015
The business case is very simple: without digital technology you can’t thrive, writes Richard Melrose, technology director at Merchants. The boardroom discussion about updating contact centre technology very often misses the point as there shouldn’t really...
Dec 9, 2015
Your service desk should be driving productivity and helping to establish an organisation-wide customer focus rather than lurking sullenly among your cost centres. By Sandra Galer, consulting director at Merchants In an era in which efficiency and customer experience...
Dec 8, 2015
Customer experience is the last source of sustainable differentiation in a battle for the next generation digital consumer, and the only way for contact centres to rise to this challenge is through digital transformation, says Interactive Intelligence. Deon Scheepers,...
Dec 1, 2015
Call centres of today should allow customers to use their preferred means of communication, easily identify issues impacting response time, facilitate personalisation and feedback, and must also be cost effective. According to recent research, entitled “The...
